A dispute asks eHelp to decide what should happen to the money for a paid task when the customer and the provider cannot agree.
When you can open a dispute
- You must be the customer or the provider on the task.
- The task must be paid, and eHelp must still be holding the money (before it is released to the provider).
- There can be one open dispute per task.
Opening a dispute freezes the money: it cannot be released, confirmed automatically or cancelled until the dispute is decided.
Evidence
Both sides can add evidence during the evidence window shown on the dispute page, for example:
- photos of the work or the problem;
- documents such as receipts or quotes;
- excerpts from your eHelp conversation (you choose the messages; eHelp staff see only those);
- proof of completion or delivery;
- the agreement details.
Only images and PDF documents can be uploaded. Evidence is private: only the two members and eHelp staff can see it. When eHelp asks someone for more information, they can add evidence until they reply.
How eHelp decides
eHelp reviews the task details, the payment, the dispute thread and the evidence. Staff do not read your private conversation beyond the excerpts shared as evidence. Disputes that stay open longer than the configured period are escalated for faster review.
Possible outcomes
- For the customer: the payment (and any extra work payments) is refunded.
- For the provider: the money is released to the provider.
- Split: part is refunded to the customer and the rest is released to the provider.
- Dismissed: the dispute is closed without a change and the task continues.
The decision, the reason and the amounts are shown to both sides on the dispute page. All money moves through eHelp's payment and refund records; nothing is changed by hand.
If you disagree with a decision
Contact the Support Center from the dispute page, explaining what you think was missed. Moderation actions (such as restrictions) have their own appeal process.
Misuse
Opening disputes in bad faith, submitting false evidence or using disputes to pressure the other side can lead to restrictions on your account.